Service Management Team Manager

The Service Manager is accountable for contract performance, service quality, and the delivery of value across all managed services and will act as the primary interface with key suppliers, particularly ISS, and is responsible for strengthening contract performance through effective use of contractual mechanisms and robust governance.

The role requires specialist expertise in Facilities Management contract management, including performance management frameworks, commercial governance, supplier assurance, and statutory compliance. It also demands strong leadership capability to develop team skills, challenge underperformance, and drive continuous improvement across high-value, complex contracts.

The postholder will lead the team, manage senior stakeholders, and make key decisions to enable high standards of contract performance. This includes ensuring the effective delivery of services, achieving value for money, and supporting a sustainable, forward-looking strategy that meets the needs of Defra and our customers.

Provide end-to-end leadership of contract management processes, including instructions, communications, early warnings, compensation events, payments, and performance governance.

Drive contract performance, continuous improvement, and benefits realisation through proactive management of service outcomes and supplier accountability.

Establish, maintain, and mature governance frameworks across the contract and Defra, ensuring clear decision-making, escalation routes, and performance visibility.

Act as a key escalation point and, where appropriate, final arbiter on contract interpretation, ambiguity resolution, and dispute management.

Own and maintain contract scope (including specifications, service catalogue, policies, and standards), ensuring it remains aligned to departmental objectives, evolving needs, and future operating models.

Lead, coach, and develop a team of approximately 10 -12 Delegated Service Managers and contract support staff, fostering high performance, consistency, and professional growth.

Ensure alignment and consistency across Delegated Service Managers, embedding best practice and standardised approaches to contract management across all service areas.

Build strong, trusted relationships with internal stakeholders, Defra Group Commercial, and service partners to enable collaborative, outcome-focused delivery.

Act as a strategic partner to senior stakeholders, providing insight-led advice that influences decision-making, shapes priorities, and supports long-term service transformation

Play a central role in Strategic Supplier Relationship Management, embedding a partnership-based approach that drives innovation, value creation, and service optimisation.

Use data, performance analytics, benchmarking, and market intelligence to identify improvement opportunities and challenge underperformance.

Champion continuous improvement, driving structured improvement plans with suppliers and internal teams, including the use of contractual levers where required.

Oversee delegations and approvals frameworks, enabling effective financial, transactional, and supply chain governance, including supplier assurance and compliance activities.

Ensure the team and wider organisation have the appropriate capability, training, and technical expertise to manage complex contracts effectively.

Lead the development of contract management capability across the organisation, embedding knowledge sharing, lessons learned, and best practice.

Provide expert, risk-based advice to senior leaders and external partners, ensuring decisions are informed by legislation, policy, commercial insight, and operational realities

Influence upwards by translating operational performance into strategic insight, shaping senior leadership priorities, investment decisions, and future service direction.

Support and influence future strategy by identifying emerging trends in facilities management, workplace services, sustainability, digital enablement, and integrated service delivery models.

Lead integration across national programmes and capital projects, ensuring alignment between service providers, internal project teams, and sustainability specialists to deliver coherent, high-quality outcomes.

Promote innovation and modern service delivery approaches, including digital contract management tools, predictive performance management, and outcome-based contracting where appropriate.

Act impartially in accordance with the contract, ensuring fair and transparent treatment of both Client and Service Provider.

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